Project Manager – CX Omnichannel Transformation
6 Months
Brentford (Hybrid)
£550p/d via Umbrella
Overview
The Customer Experience and Omnichannel initiative is a significant digital transformation for ViiV and a key enabling pillar of its mission to ensure no one living with HIV is left behind. The transformation intends to achieve this by harnessing the impact of customer experience to expand ViiV's reach and empower PLHIV, PwBP, HCPs and their communities to achieve sustainable positive health outcomes.
The initiative is a cross-functional program covering Medical, Commercial and Digital, Data and Analytics. The program has been scoped and initiated with work up and running.
The program leadership has identified a need for a Transformation Manager role to support the program management.
Key Responsibilities
This person will be responsible for working with the Program Leadership to drive the cohesive planning and execution of digital initiatives across Commercial, Medical and Data Analytics on a day-to-day basis.
The role will initially facilitate the set up of the Program Office for the CX program and subsequently track and manage progress across the 4 major workstreams and individual projects (~30 projects). The duration of the support is to be confirmed but will be for an initial 9 month period with the option to extend
The key responsibilities of this role include:
- Cross-functional Project Charter Coordination
o Partner with ~30 project leads to define and document project charters. Charters to include individual project scope, objectives, deliverables/milestones, resources to deliver, and success criteria
o Ensure alignment of projects with overall strategic imperatives for the transformation
o Pressure-test feasibility of each project against allocated resource
o Facilitate sign-off of individual charters by relevant Project Sponsors
- Project Planning & Management
o Create comprehensive project plan and define critical path including visibility of all ~30 projects
o Identify and track key milestones against predicted timelines
o Identify and manage interdependencies across projects
o Identify projects which will deploy in regions/LOCs simultaneously and support project leads to mitigate any delivery risk associated with these
o Manage risks, issues, actions and decisions (RAID) log, and partner with project leads to ensure effective risk mitigation, and issue management plans are in place
o Actively identify and risks and issues for escalation to working group and/or SteerCo
- Benefits Tracking
o Support project teams to define key value metrics (qualitative and quantitative) to track success for each project
o Identify KPIs to report CX Program progress and business impact against strategic pillars Report on value delivery progress to project leadership and broader ViiV stakeholders
- Stakeholder Engagement
o Partner with Medical, Commercial, Data & Analytics and Digital Leads to prepare relevant data for leadership reporting meetings and communications (e.g. CMF: Commercial Medical Forum, GCSLT: Global Commercial Strategy Leadership Team, GMLT: Global Medical Leadership Team, VLT: ViiV Leadership Team), including risks, issues and benefits realisation where required
o Support Program Leadership set and manage stakeholder expectations (particularly focused on regional and local country deploying entities) as well as ensure their supportive engagement on the program
o Ensure data provided on projects and transformation progress is accurate and up-to-date
- Agency Oversight
o Where required, provide oversight of external agency deliverables to ensure alignment with overall transformation efforts and budget requirements
o Partner with technical and change management focused agencies in a seamless manner
o Document any risks and/or issues that arise with agency deliverables to ensure these are mitigated appropriately
- Team Leadership & Meeting Management
o Lead biweekly Working Group meetings; manage timely and accurate inputs of status updates, decision making, risk and issue management in preparation for these
o Lead monthly SteerCo meetings and ensure priority decisions are escalated appropriately to this forum
o Follow up on meeting actions where required
Required Skills & Capabilities
- Significant experience in managing complex digital transformation initiatives in a multinational organisation, from initiation to completion
- Proven project management skills, with the ability to deliver projects on time
- Strong communication and interpersonal skills, bringing the ability to influence stakeholders at all levels (technical teams; agencies; regional teams; senior leadership; senior executive teams)
- Strategic thinking to manage the big picture for a Digital transformation, allied with an ability to maintain attention to detail to maintain accuracy
- Demonstrated proficiency in problem-solving, with ability to proactively identify root causes and develop effective solutions
- Ability to adapt to change and navigate ambiguity, with a proactive approach to challenges, and flexibility to adapt to evolving priorities and requirements
- Willingness to challenge project teams on behalf of the CX program leadership
- Understanding of change management to drive adoption of new technologies and tools
- Demonstrated ability to work cross-culturally and understand the dynamic between Global, Regional and deploying countries (US, EU 5, key International markets)
Preferred
- Experience operating in the Healthcare & Life Sciences industry
- Knowledge of HIV landscape, with experience of operating.
- Experience of customer engagement channels across commercial and Medical Affairs
- Working understanding of digital technologies and tools relevant to the Pharma industry